Frequently Asked Questions
We appreciate each and every customer who shops at CurlMart. If you are not satisfied with your shopping experience, please let us know within 10 days of your purchase. We want our customers to have the best shopping experience possible. For quickest response, e-mail customerservice@naturallycurly.com.
I'm having trouble getting logged in at CurlMart. Will you help?
At this time, you must have separate registrations for CurlMart and for NaturallyCurly.com. You may use the same login information (username and password), but you must register in both places. To register for CurlMart, click here.
May I return a product?
If something is wrong with your order we want to know! Email us at customerservice@naturallycurly.com. Please include your name and order number.
To maintain product integrity, ONLY unopened items may be returned within 7 days of receiving them. We will refund the cost of the products based on your original method of payment, less a 15% restocking fee. Shipping costs are nonrefundable. We do not offer exchanges.
We do not accept returns on the following items:
Curly Cocktails
Kits and collections
Sale items
Hair accessories
Please carefully pack your items to be returned. Include a copy of the packing slip.
Mail package to:
NaturallyCurly.com
Att: Returns
6604 North Lamar Blvd.
Austin, TX 78752
Concerned about ordering online?
The safety of your credit card information is important to us, and NaturallyCurly.com has taken measures to protect the security of your online order information.
NaturallyCurly.com uses Secure Sockets Layer (SSL) technology to keep your online order information safe. SSL technology encrypts your credit card number, order information and personal information before it is transmitted to protect it from being decoded by anyone other than NaturallyCurly.com. Our site also displays the GeoTrust Seal, which indicates that the site has been authenticated by GeoTrust and that confidential transactions with the site are secured by SSL encryption.
What are my payment options?
We accept American Express, Discover Card, MasterCard and Visa. You may also pay for your order with *PayPal, money order or check. If you pay by money order or check, your order will be shipped when the payment arrives at our office.
*Paypal orders will be shipped to the address in your Curlmart.com Profile.
We do not accept international checks. We cannot accept gift cards from third parties.
Does CurlMart offer coupons?
On occasion we offer coupon sales to our newsletter subscribers. Please enter the coupon code exactly as it appears. The coupon is case sensitive.
The following products cannot be discounted Kinky-Curly, Miss Jessie's, Curly Cocktails, and Wen.
What about my freebie?
We love our customers and love to share freebies. We offer freebies with orders while supplies last. On occasion we may need to substitute freebies and may run out sooner than we would like. We apologize in advance if we do not have the freebie you want when your order is placed. Sign up for our newsletters to get the scoop on the latest freebies and deals.
What does "out of stock" mean?
We run out of products from time to time. We will replenish our inventory as soon as possible.
Will I have to pay sales tax?
We are required to collect sales tax from all customers who live in Texas. The sales tax for customers who reside in Texas is 8.25%.
When will my order be shipped?
We usually fill orders Monday through Friday within thirty-sx hours of the order having been placed. Please give us a little more time on holidays.
How will my order be shipped?
We use United Parcel Service (UPS) to send all regular domestic orders, and offer a choice of carriers for international orders. We ship via United States Postal Service to military addresses.
What are my UPS shipping options for domestic orders?
We have 4 shipping options for UPS domestic orders:
- UPS Ground, no saturday delivery (3-5 Days)
- UPS Next Day, no saturday delivery (orders must be placed by 2pm)
- UPS Second Day Air, no saturday delivery (orders must be placed by 2pm)
- UPS 3 Day Select, no saturday delivery (orders must be placed by 2pm)
Do you ship internationally?
Yes; we have 4 shipping options for international orders:
- UPS Worldwide Express (1-3 Days, guaranteed)
- UPS International Expedited (2-7 days, guaranteed)
- USPS Express International (7+ Days)
- USPS Priority Mail International (10-21 Days)
What's the difference between UPS and USPS international services?
UPS provides tracking with a definitive arrical date plus insurance against lost or damaged shipments (including shipping cost). Note: Brokerage charges may also apply to your order (except Canada).
USPS costs less, but does not provide tracking or a definitive delivery date (orders may sit in customs for up to a month at a time). CurlMart does not cover any shipping charges involved in reshipping lost or refused USPS orders. Please allow 14 days after you have placed a USPS international order before contacting us regarding any shipping questions.
What is a brokerage fee?
A brokerage fee is a charge that UPS charges to the recipient to expedite paackages through customs. It is non-refusable fee based on the value of the product ordered.
What if my international order is damaged or has the wrong products in it?
In these instances we will correct your order at no charge to you.
I have not received my order. What do I do?
Please allow at least five days for your domestic order to arrive. International orders will need more time to arrive at their destination. Please allow two weeks to receive your international order. Please e-mail customerservice@naturallycurly.com if your order has yet to arrive outside of the above time frames.
My order is not perfect. What should I do?
We strive to pack every order correctly. However, we sometimes make an error. Please let us know as soon as you receive your order if we made an error. We will correct the problem right away. Please e-mail customerservice@naturallycurly.com your concern to us.
NaturallyCurly.com is deeply committed to protecting the privacy of Internet users. NaturallyCurly.com only collects personally identifiable information about you such as name, address, phone number, or e-mail address, when you register to become a member of the site or to shop at CurlMart.
This information is used only to allow our users to receive information and reviews from NaturallyCurly.com that are relevant to you, or to ship to you products that you have ordered.
We will never share, sell, or rent individual personal information with anyone without your advance permission or unless ordered by a court of law. We will not surrender your private information even in response to a subpoena without first notifying you and allowing you time to respond.
